Job Details

Senior Support Engineer (VENDOR)

Chicago, IL, United States
  • Employment Type: Direct Hire
Our client, an expanding AI and e-discovery software company, is seeking a Senior Support Engineer to join their expanding team. This engineer will be responsible for responding to urgent client inquiries across the suite of technologies within the organization, helping to develop client service-related SQL scripts for automation and reporting. The ideal candidate will have experience working in industry-standard ESI software platforms assisting in the creation and development of automation and reporting in the cloud. As a senior member of the team, a background in mentorship and technical training across internal divisions for cloud-based configurations is necessary; experience testing software to assure client-satisfaction and functionality is optimal is required. Candidates with virtualization experience in enterprise cloud solutions (AWS, VMWare, etc) is ideal. Individuals with basic networking experience and Linux security configurations will be considered first. Resumes to [email protected]

Responsibilities and Duties
  • Provides assistance and expertise responding to customer inquiries assuring a timely acknowledgement and utilizing skills, application expertise, and knowledgebase articles to answer questions and solve technical problems
  • Contributes to ticket resolution maintaining a philosophy of contribution until the request is completely resolved and provides follow-up with client after closed to assure continued success
  • Attends daily/weekly team status and development meetings and aid those with roadblocks
  • Provides mentorship and training to team members outlining protocols to assist users with configuration and settings across technologies and test to assure it is functioning to client satisfaction
  • Proactively and reactively directs the creation of client service-related applications in collaboration with other internal and external teams
  • Assists in the development of installation packages and perform installations for various internal or external customers
  • Develops client service-related SQL scripts to aid in automation or functionality or reporting.
  • Actively assists in maintaining and creating cloud-based services and developing methods for automated maintenance or reporting
  • Contributes to software documentation, knowledgebase articles, and other client facing materials
  • Develops a deeper understanding of the Linux Operating System to assist with more in-depth troubleshooting
  • Summarizes customer requests for feature additions and enhancements and present to Product Development for prioritization

Qualifications
Preferred Experience
  • College degree in Computer Science or Information Systems related area
  • Familiar with client-server architecture, modern programming language, and SQL scripting
  • Substantial experience installing Linux (CentOS and Red Hat) applications and performing systems administration. Preference given to certified applicants.
  • Experience working with general LAMP stack and Java applications.
  • Linux security configurations, including iptables and firewalld, SELinux, HAProxy and SSL/TLS
  • Basic networking experience, including TCPIP, DNS/Bind, subnetting, VLANs, and default ports for common protocols
  • Database basics, including table navigation, select and updates for Postgres and MySQL
  • Understanding of enterprise server hardware and storage solutions (NFS, CIFS, disk types and RAID)
  • Virtualization (VMWare, VirtualBox, AWS, other Enterprise Cloud solutions)
  • Bash shell scripting
  • Working experience with previous help desk/support history
  • e-Discovery experience a big plus
  • Familiar with Azure/AWS a plus

Additional desired experience
  • Familiarity with Linux automation technologies, such as Chef, Docker, Kubernetes, Puppet, Salt
  • Software Quality Assurance Testing experience
  • Minimum 3 years of experience with data analytics and/or e-discovery platform technologies (Relativity, Nuix, Clearwell, Equivio, Content Analyst, Ipro , Ringtail, etc.)
  • Familiarity with Machine Learning and Artificial Intelligence applications

Characteristics
  • Excellent written and oral communication skills
  • Engaging personality and ability to engage others
  • Keen sense of attention to detail
  • Obsessive documentation practices
  • Experienced problem solver with follow-through on tasks
  • Seeker of excellence with unending pursuit of improvement
  • Unselfish team-player
  • Quickly learn and understand technology
  • Ideally, you would have some background in programming, enthusiastic about new knowledge, and want to grow with an exciting technology company

Interested in this job? Get in touch.

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